This is the slide deck used at a Boston Product Management Association meeting to demonstrate how Services Marketing and Product Management are mutually dependent. This is a good overview of the role of Services Management in a business.
The basis of improving customer satisfaction and loyalty is understanding your customer's expectation. This presentations shows where these expections come from.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
A Conceptual Framework for Managing Customer Experience and Analytics (using ...Lorien Pratt
What is the role that analytics play in customer experience management (CEM) analytics in telecom? A TM Forum report said that, if "data is the backbone" of CEM, then "analytics is the nervous system" that distributes it to usable destinations.
This presentation starts with "holistic" CEM ideas (which it calls MCE because that was the TM Forum acronym at the time), and moves into how analytics can help to support CEM throughout the lifecycle. It shows how Decision Engineering can be an important part of this process
Customer Journey Mapping: Lean for Hospitality.Imad Almurib
Case study of using the Lean Vector's tool called: Customer Journey Mapping (CJM) to implement Lean program in a hotel. Customer Journey Mapping is a simple yet very effective tool to help implementing Lean in the hospitality sector with focus on customer experience.
Why focus on the customer journey? Because today's digital consumer is engaged and empowered, owns four devices and consumes 60 hours of digital content per week. The majority of this customer engagement happens during a journey.
The difficult task for maketers is to understand how customers interact with their brand and this requires seeing their entire journey and connecting the dots.
IBM is providing solutions to meet these challenges and fully understand the customer journey with Journey Analytics.
Take a look!
The basis of improving customer satisfaction and loyalty is understanding your customer's expectation. This presentations shows where these expections come from.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
A Conceptual Framework for Managing Customer Experience and Analytics (using ...Lorien Pratt
What is the role that analytics play in customer experience management (CEM) analytics in telecom? A TM Forum report said that, if "data is the backbone" of CEM, then "analytics is the nervous system" that distributes it to usable destinations.
This presentation starts with "holistic" CEM ideas (which it calls MCE because that was the TM Forum acronym at the time), and moves into how analytics can help to support CEM throughout the lifecycle. It shows how Decision Engineering can be an important part of this process
Customer Journey Mapping: Lean for Hospitality.Imad Almurib
Case study of using the Lean Vector's tool called: Customer Journey Mapping (CJM) to implement Lean program in a hotel. Customer Journey Mapping is a simple yet very effective tool to help implementing Lean in the hospitality sector with focus on customer experience.
Why focus on the customer journey? Because today's digital consumer is engaged and empowered, owns four devices and consumes 60 hours of digital content per week. The majority of this customer engagement happens during a journey.
The difficult task for maketers is to understand how customers interact with their brand and this requires seeing their entire journey and connecting the dots.
IBM is providing solutions to meet these challenges and fully understand the customer journey with Journey Analytics.
Take a look!
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
DT:DC Workshop: Service Blueprinting for Improved User ExperienceSarah Fathallah
Whether it is buying a car, waiting for the cable installer, or dealing with flight changes at the airport, we've all been forced to interact with poorly designed services.
This workshop was conducted for the Design Thinking:DC in 2014, to explore service design and some of its tools. It uses the customer journey tool and built upon it using a service blueprint to think about how to implement the operational processes necessary to make the user experience more efficient and enjoyable.
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
CASE STUDY: Customer experience management: How to manage the digital 'moment...B2B Marketing
CASE STUDY: Customer experience management: How to manage the digital 'moments of truth'
Ceri Jones, VP, global demand generation and senior director, Basware
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
http://liveworkstudio.com/topics/customer-experience-architecture/
Digital customers are ahead of most businesses. This presentation will present opportunities for businesses to develop and evolve digital abilities. Using a customer architecture strategy will enable businesses to identify the core elements of the digital strategy and help the organisation focus on the digital capabilities that create value for the business and its customers.
Building Talent Teams at Scale with TwitterBeamery
Keeping up with the hiring needs of a growing business–without sacrificing quality–is a long-term game. It requires a thoughtful investment from the talent team, not only in tools and resources, but also in building the right processes and information flows. In other words, it requires the talent team to look at growth through an operational lens.
Optimal recruiting operations are the make-or-break of growing teams. Without good foundations in place, teams are quickly overwhelmed with their growing numbers, and lose the ability to react to new information, or identify and solve issues efficiently. That is why we've invited Stefan Premdas, Head of Recruitment Process & Technology at Twitter, to discuss the impact of operations strategy in scaling talent teams.
In this webinar, Stefan will share with us some of his best practices in diagnosing and improving operational processes, with live examples, frameworks, and actionable next steps for enterprise teams.
Product Management in Product- vs Client-services CompaniesJeremy Horn
Slides Sarah Varki recently used in his discussion w/ mentees of The Product Mentor.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
http://TheProductMentor.com
This presentation to the New England Chapter of the Analytical Laboratory Managers Association describes the pros and cons of the various options the Lab Managers (and any other Capital Equipment owner) have so they can make an informed choice for each piece of their equipment.
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
DT:DC Workshop: Service Blueprinting for Improved User ExperienceSarah Fathallah
Whether it is buying a car, waiting for the cable installer, or dealing with flight changes at the airport, we've all been forced to interact with poorly designed services.
This workshop was conducted for the Design Thinking:DC in 2014, to explore service design and some of its tools. It uses the customer journey tool and built upon it using a service blueprint to think about how to implement the operational processes necessary to make the user experience more efficient and enjoyable.
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
CASE STUDY: Customer experience management: How to manage the digital 'moment...B2B Marketing
CASE STUDY: Customer experience management: How to manage the digital 'moments of truth'
Ceri Jones, VP, global demand generation and senior director, Basware
100 page no-nonsense guide on scaling CX. Straightforward content to help you cultivate your customer-centric advantage and continue to win.
To scale CX you have to keep customers at the heart of everything you do. It's time to step on the gas and scale the CX systems you have in place.
Check out our latest whitepaper below, which includes:
✅ How to scale customer research & insight analysis
✅ How to democratise CX insights and Research
✅ How to build a lasting customer-centric culture
Read here: https://hubs.ly/H0sZDVl0
http://liveworkstudio.com/topics/customer-experience-architecture/
Digital customers are ahead of most businesses. This presentation will present opportunities for businesses to develop and evolve digital abilities. Using a customer architecture strategy will enable businesses to identify the core elements of the digital strategy and help the organisation focus on the digital capabilities that create value for the business and its customers.
Building Talent Teams at Scale with TwitterBeamery
Keeping up with the hiring needs of a growing business–without sacrificing quality–is a long-term game. It requires a thoughtful investment from the talent team, not only in tools and resources, but also in building the right processes and information flows. In other words, it requires the talent team to look at growth through an operational lens.
Optimal recruiting operations are the make-or-break of growing teams. Without good foundations in place, teams are quickly overwhelmed with their growing numbers, and lose the ability to react to new information, or identify and solve issues efficiently. That is why we've invited Stefan Premdas, Head of Recruitment Process & Technology at Twitter, to discuss the impact of operations strategy in scaling talent teams.
In this webinar, Stefan will share with us some of his best practices in diagnosing and improving operational processes, with live examples, frameworks, and actionable next steps for enterprise teams.
Product Management in Product- vs Client-services CompaniesJeremy Horn
Slides Sarah Varki recently used in his discussion w/ mentees of The Product Mentor.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
http://TheProductMentor.com
This presentation to the New England Chapter of the Analytical Laboratory Managers Association describes the pros and cons of the various options the Lab Managers (and any other Capital Equipment owner) have so they can make an informed choice for each piece of their equipment.
Managing Your Product Management CareerJeremy Horn
Slides Adrienne Tan recently used in his discussion w/ mentees of The Product Mentor.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
http://TheProductMentor.com
Managing Product Platforms: Best Practices for Creating Value and Network Eff...ProductCamp Boston
YouTube brings video creators and viewers together. KickStarter brings those seeking funding together with investors. eBay brings buyers and sellers together and facilitates transactions. Quora helps users interact to ask and answer questions. Twitter, WhatsApp, Airbnb, Uber, Wikipedia, PayPal, the list goes on…
These are examples of products that connect “those that produce something” with “those that consume something”? If your product fits this general definition, welcome to the world of Product Platforms.
Without users, there’s no value and without value, users just won’t show up. So how do you solve this problem and manage for growth?
When it comes to platforms, the technology often isn’t the reason people use it. Let’s talk about the product management of real value creation that will lead to platform success, whether you have millions of users or just starting out.
The heart of this discussion includes the use of platform metrics to manage this business model and ultimately lead product managers to drive tangible platform growth.
this is ppt presentation on product management . it covers features of product ,product levels ,product classification ,product mix and product life cycle stratagies
This Brainmates presentation seeks to answer the question "What is product management?"
This presentation investigates this important strategic role and illustrates its responsibilities and functional applications.
A useful reference for people working in product management or who are interested in a career in this field.
** About Brainmates:
Brainmates is an Australian based business that has is championing the important role that Product Managers perform in delivering a product's that are loved by their customers and deliver a return on investment to the businesses that provide them.
Brainmates trains coaches and supported Product Management Professionals in all kinds of industries and business sizes. Contact the team on +61 1800 272 466 to see if we can help your products and business.
** Connect with Brainmates online:
Visit the Brainmates WEBSITE: http://bit.ly/1lQ51mE
Like Brainmates on FACEBOOK: http://bit.ly/2c0RVaO
Follow Brainmates on TWITTER: http://bit.ly/2bNhKft
Brainmates - Product Management Training and Expertise
ReadySetPresent (Communication PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. The foundation of all skills remains in effective communication in today's professional world. Communication PowerPoint Presentation Content slides include topics such as: Exploring the critical elements of good communication, different methods of communication, 10 slides on keys to effective listening, 6 slides on listening techniques, 10 slides on improving your listening, asking vs. telling, 10 slides on barriers and gateways to communication, 20 slides on effective business communication, why attending is important, responding to content, posturing and observing and feedback, 20+ slides on nonverbal communication, including eye contact, language barriers, how to's and more!
Customer Voice, Not Customer Noise
Interpreting Customer Voice into successful Marketing Programs
BIG Data is a commonly used term these days. It’s not only how you collect date, it’s what you do with it. Attendees will learn why gathering customer feedback is important, how to get customer feedback, and what to do
with that feedback once you have it.
Mr. Moats will demonstrate how Siemens Building Technologies implemented a successful (VOC) Voice of the customer program, what they did with the data and how they turned data into actionable Marketing programs (or sales?)
Using Organisation Change Management to Maximise Project’s Business ValueJoan Dobbie
In today’s complex, rapidly changing world simply managing successful programs and projects is no longer enough. The project management profession is at the heart of organisation change and needs to ensure every project is linked to business objectives and delivers the promised benefits. It’s clear that technical PM methods on their own aren’t sufficient to guarantee success and there is a significant body of research that illustrates the vital role of change management in ensuring business value is realised.
AIMP Queensland Conference 2010
9th September 2010
Are you looking to bring your vertical expertise to the cloud? From Financial Services, to Healthcare, and the Public Sector, the salesforce.com partner team is committed to help our partners succeed. Join us to learn how you can build a successful commercial app and go-to-market strategy for your vertical. Hear from existing vertical partners who are already succeeding on the Salesforce Platform
Learn about how to shape the organization structure, processess, and functions in line with the business strategy and realities of the business. HR becomes a strategic partner with the business leaders in driving bottom-line results.
This overview presentation of GTM360 Marketing Solutions includes a 4-step methodology for business development and links for marketing collateral templates.
This webinar presented by Landslide Technologies features John Holland from CustomerCentric Selling and focuses on the topic of: Strategies for Building World Class Sales Organizations. How can you turn your sales team from average into "world class"?
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover “Five Points of Transition” a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
How does your company rate when it comes to the customer experience? Find out how well your company is performing and benchmark with other retailers.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
https://mavenprofserv.com/comparison-and-highlighting-of-the-key-differences-between-the-mdr-and-ivdr-in-the-eu/
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.